Success in business today is determined by how well a company identifies, attracts, engages and retains the company’s most valuable customers through a consistently individualized, differentiated, and wherever possible, personalized service and experience.

Every employee in your company deals with customers, whether internal or external.

It is vital that everyone understands the importance of customer service excellence and the link between satisfied customers and long term sustainable profitability of the company.

This programme is aimed at providing anyone who deals with customers, whether internal or external, face-to-face or telephonically, with the skills to impress clients, suppliers and any other role players in business, beyond their expectations.

At the end of this programme learners will be able to:

- Apply effective customer care skills

- Handle a customer interaction in a face-to-face situation

- Handle a customer interaction in the telephone

- Dealing with a customer complaint

- Handle difficult customers

Qualification and Unit Standard Alignment

Unit Standards:

10350: Collect and record information queries and requests from customers (NQF 2, Credits 8)

252210: Handle a range of customer complaints (NQF 4, Credits 4)